Vice President, Professional & Operational Services (Americas) Enterprise Retail Technology | Transformation Leadership | P&L Ownership We’re partnered with a global enterprise retail technology organization undergoing a major transformation across its software and services business. This is a high-impact executive leadership role with a mandate to modernize and scale a multi-region Professional & Operational Services organization into a true commercial growth engine. The business already operates at an enormous global scale, supporting many of the world’s most recognizable retail brands across store technology, commerce infrastructure, and mission-critical retail operations. They are now investing heavily into the next phase of software, platform, and services evolution - and this role sits directly at the center of that transformation. This is not a “keep the lights on” service leadership role. They are looking for someone who can fundamentally rethink how services are structured, sold, delivered, and monetized across enterprise customers. The opportunity is to build a modern services organization that drives customer adoption, recurring revenue, operational scale, and long-term strategic growth. What You’ll OwnFull Professional & Operational Services P&L across the AmericasTransformation of the services operating model at enterprise scaleCommercial alignment between Services, Product, Sales, and Customer leadershipServices attach strategy across large enterprise software and platform dealsMargin expansion, utilization improvement, and delivery predictabilityExpansion of recurring and managed services revenue streamsExecutive relationships with strategic enterprise retail customersWhat Makes This Role Interesting? Transformation With Executive SponsorshipThis role has genuine authority and visibility. The business is actively restructuring how Product, Sales, Services, and Innovation operate together, and this leader will play a critical role in shaping that future state. Enterprise Scale Complexity This organization supports some of the world's largest retailers, operating in highly complex, high-volume environments where reliability, execution, and customer outcomes are mission-critical. Build a Modern Services EngineThe mandate is to evolve the organization away from reactive project delivery and toward scalable, productized, recurring service offerings with measurable business outcomes. Commercially Strategic RoleThis is not purely operational. The right leader will heavily influence deal strategy, customer expansion, adoption, and long-term account growth. AI & Automation Focus A major part of the transformation involves introducing AI-assisted delivery, automation, and operational scalability into how services are delivered globally. What You’ll Be Focused On: Operating Model TransformationStandardize and scale delivery modelsImprove implementation speed and predictabilityIntroduce stronger operational governance and accountabilityDrive structural improvements across portfolio, pricing, and organizational designReduce over-customization and create repeatable offeringsRevenue & GrowthIncrease services attach rates across enterprise dealsBuild recurring and expansion-led revenue streamsPartner closely with Sales leadership on strategic accountsPosition services as a core component of customer success and platform adoptionServices Portfolio EvolutionModernize implementation and deployment, modelsExpand advisory and value-based consulting capabilitiesBuild scalable, managed, and operational services offeringsIntroduce automation and AI-assisted delivery modelsConvert repeat engineering work into standardized offeringsCustomer LeadershipAct as executive sponsor for strategic enterprise customersDrive measurable customer outcomes and adoptionBuild long-term partnerships that support retention and expansionWhat They’re Looking ForProven experience leading large-scale Professional Services, Customer Services, or Operations organizationsStrong track record transforming and scaling enterprise services businessesExperience owning meaningful P&L responsibility with revenue and margin accountabilityStrong commercial instincts and executive stakeholder management capabilitiesAbility to operate cross-functionally across Product, Sales, Delivery, and Customer organizationsExperience within enterprise software, retail technology, SaaS, commerce, infrastructure, or adjacent technology environmentsIdeal Backgrounds Could IncludeEnterprise retail technologyCommerce platformsPOS and store technologySaaS and platform businessesManaged services organizationsCustomer operations transformationEnterprise implementation and delivery leadershipWhy This Opportunity Stands Out? This is a rare opportunity to step into a business with:Massive existing market presenceDeep enterprise customer relationshipsStrong executive sponsorship for transformationSignificant investment in software and services growthThe ability to influence how a global services organization operates at scaleThe right leader will have the opportunity to leave a genuine mark on the future operating model of the company. If interested, reach out directly for a confidential conversation.
Francis Alexander